GEM Award Program

GEM Award: Going the Extra Mile to Achieve Excellence

Every day brings new opportunities for employees to go above and beyond to resolve a customer's issue, help a teammate, solve a difficult challenge or find new ways to make your organization a better place to work. That's why Aspect and ASUGA created the GEM Award Program—to recognize and reward individuals who use an Aspect solution to turn good customer interactions into exceptional experiences.

Do you know someone who has…

  • Used their knowledge of Aspect solutions to streamline a process or save time?
  • Stepped up as an Aspect power user to pass on tips and tricks to others on your team?
  • Resolved a difficult customer issue with exceptional skill and tact?
  • Discovered a way to close an information or technology gap, resulting in better outcomes for all involved?
  • Suggested a new approach to an existing challenge using out-of-the-box thinking and ingenuity?
GEM Award Program Terms and Conditions

Great customer care comes from front-line agents and back office team members alike.

Take five minutes to nominate your team's "gem" for the next GEM Award!

Program Details

What is the GEM Program?
Going the Extra Mile (GEM) program recognizes the exemplary work of your colleagues. It gives YOU the opportunity to recognize and reward them by sharing the story of their creativity, dedication and willingness to go the extra mile. This program is currently open to legal residents of Australia, Canada (excluding the Province of Quebec), Germany, Mexico, South Africa, United States and United Kingdom.

How do I nominate someone for the GEM award?
Complete the GEM nomination form. It's easy, and only takes about five minutes to fill out and submit.

Who can submit nominations for the GEM award?
All Aspect users are encouraged to submit nominations for an outstanding colleague.

Who is eligible to win the GEM award?
All users of Aspect software are eligible to win. Share with us how your colleague went the extra mile to resolve an issue, innovate a process or help a co-worker while using an Aspect solution. This award is open to agents, analysts, support, sales—any member of your organization who has gone the extra mile to achieve something you think deserves recognition. This program is currently open to legal residents of Australia, Canada (excluding the Province of Quebec), Germany, Mexico, South Africa, United States and United Kingdom.

How frequently will the GEM award recipients be announced?
Nominations may be submitted at any time. Voting to determine winners is conducted on a monthly basis. Winners will be notified and then announced in the Aspect Connects Newsletter, as well as publicized on social media.

How will the GEM award recipients be recognized and what do they win?
Monthly winners will receive:

  • (1) $25 Amazon gift card
  • GEM swag
  • Publication of their story in the Wall of Fame section
  • Highlighted in the Aspect Connects Newsletter
  • GEM Certificate

Plus, three monthly GEM winners who receive the most votes on social media will earn the GEM of the Year designation. GEMs of the Year are invited to attend the annual ACE conference where they will be recognized at an awards ceremony and given a seat on our special guest speaker panel. All travel and conference costs are reimbursed in exchange for GEM of the Year participation at ACE.

Have More Questions? Contact Us!

WALL OF FAME

Congratulations to our GEM of the Month Winners!

GEM of the Month winners are eligible to be selected as a GEM of the Year award recipient.

April 2020

Trang Dang

Trang Dang
Kaiser Permanente
Senior Contact Center Scheduling Analyst

Trang Dang
Trang has been a member of the WFM team for 3 years. She brought 10 years of WFM experience with her. Trang uses the WFM system for her job duties and beyond that is an Aspect champion supporting others. Trang supports the agents and managers by helping them understand how they can leverage the WFM system for their needs. Recently, Trang reviewed the new Aspect learning system, completed classes, and developed a recommended curriculum for her team mates and other Aspect users at the company. Trang's curiosity and desire for continuous learning about the system is only matched by her efforts to help others learn how to use the system. She is absolutely a GEM and deserving of this award.

March 2020

Louis Cullo

Louis Cullo
Blue Shield of California
Business Analyst

Louis Cullo
Louis is a tenured expert in using Aspect software for Workforce Management and has been honing his Aspect skills for over a decade. Louis has a tireless curiosity that drives him to continue learning how to leverage the benefits and Louis is not only knowledgeable as an end user but as an administrator. His skill in using the Aspect product for Workforce Management is only overshadowed by his willingness to share his expertise. Louis is a go-to person for teammates and others from both other teams and companies. He doesn’t simply provide the answer on how to use Aspect but builds knowledge and skills in others, bench strength for the team, and holds the undisputed role as an Aspect mentor. Louis is absolutely a GEM.

February 2020

Anthony Avansino

Anthony Avansino
Kaiser Permanente
Forecasting Specialist

Anthony Avansino
Anthony brought a strong forecasting background when he joined the Kaiser Permanente NHRSC Workforce Management team in 2017. The transformation began shortly after he came onboard as Anthony led the effort to shift the forecast into the Aspect application. Anthony learned more about Aspect by studying closely from Aspect experts who came to our site train the team, taking on-line classes, and studying the system to continue his education. Anthony successfully migrated the forecasting from spreadsheets to Aspect for both the contact center and the back office functions. His efforts delivered more successful forecast variances, greater confidence from his business partners, and information that is accessible to the whole workforce team. Perhaps one of the greatest benefits Anthony garnered is the gift of time by moving the processes into the Aspect application - that he can use to devote focus more time on analysis. Anthony’s work and success makes him a GEM!

January 2020

Collin Ziemer

Collin Ziemer
Kaiser Permanente
Sr. HR Analyst

Collin Ziemer
Collin is an Aspect champion. He has used and administered the system for over 10 years. Collin's boundless curiosity has afforded him tremendous expertise. His willingness to share has made him a valuable resource for his team to assist in their development. Collin also developed and delivered training to share the functionality of Aspect with KP contact center team managers to help them support their frontline analysts. Collin delivers excellence by fully using WFO to help meet service levels, predict how much time off can be approved, schedule resources to meet the business needs, and respond quickly to requests from others.

GEM OF THE YEAR - December 2019

William Harz

William Harz
Best Buy
System Administrator

William Harz
Bill Harz is the Aspect Administrator at Best Buy. He is a wealth of information and enthusiasm. If Bill doesn't know how to do something in Aspect, he figures it out. He is the king of using all the resources available to him. Bill is the lynch pin that holds our WFM Team together.

October 2019

Zachary Haddenham

Zachary Haddenham
eBay
WFO Adminstrator

Zachary Haddenham
Zach exemplifies the spirit of this award. He is a person that has devoted his life to the Workforce Management profession. Zach shares his enthusiasm for contact center management and workforce management by regularly providing advice to others in the industry and tirelessly encouraging networking and knowledge sharing. Zach continues to stay abreast of the Aspect system, industry trends and challenges. Many within and beyond the Workforce teams Zach works closely with have benefited from his advice and direction.

GEM OF THE YEAR - September 2019

Cynthia Danford

Cynthia Danford
Assurant
WFM Supervisor

Cynthia Danford
Cynthia is a WFM Supervisor who co-leads a team of 11 analysts for Assurant. She sets a great example by using her expert knowledge of Aspect WFM and RTA to streamline processes and solve pain points for our internal customers. For example, Cynthia recently implemented automated shift bidding through WFO, saving time and simplifying the process for everyone involved. Our agents are especially pleased because this gives them more visibility into the schedules and allows them more time to make their selections. Cynthia also recently used her expertise to simplify our attendance coding process and greatly reduce the number of segments we use (from 13 to 3!). Even better, this new process will save each of our contact center supervisors up to 4 hours per week! Cynthia is truly a GEM; she's an innovator and an asset to our team.

July 2019

Warren Kinsey

Warren Kinsey
Insurance Corporation of British Columbia
Workforce Technology Analyst

Warren Kinsey
Warren has been with ICBC in Workforce Services for 14 years - continually bringing the whole team forward in their utilization of Aspect. His in-depth knowledge and understanding of the Aspect Workforce Management software continually enables us to get the most out of the software. Some of his recent work was to utilize the functions of WFO Request Bid manager to automate our processes, letting the software do the heavy lifting! Many of his ideas and projects have led to higher accuracy (no more human errors) and huge time savings! He's an out-of-the-box thinker and continually surprises us with his innovative ideas and solutions!

GEM OF THE YEAR - June 2019

Ric Wilson

Ric Wilson
Ninzi Connect
WFO Product Manager

Ric Wilson
Ric understands the value of customer retention and what it takes to deliver business value and therefore constantly goes the extra mile when he is assisting customers. Using customer data, Ric has worked closely with their operations team to identify areas of improvement and development. He was able to guide the business to put corrective measures in place to resolves legacy issues. With targeted training, they are now effectively utilizing Aspect’s WFM solutions and achieving higher service levels. With another major customer from the insurance industry, he has just completed a WFM upgrade from 8.2 to 18.2. With Ric’s guidance the upgrade went smoothly and the customer is now utilizing the new features to manage their business effectively. Currently, Ric is working closely with a major customer to upgrade and convert their WFM system from 30 to 15 minute intervals and set up their system from scratch. Customers frequently ask Ric for his assistance and guidance in applying WFM system methodologies to manage their business processes and workforce since he is always willing to share his experiences with them to help them improve their operations.

March 2019

Jarret DeBorde

Jarret DeBorde
Mercedes-Benz Financial Services
Sr. Support Engineer

Jarret DeBorde
Jarret is internal support for Aspect products at Mercedes-Benz Financial Services and, as part of his role, advises on outsourced partner's technical support teams. Recently, a change was made in one of our environments causing agents to not be able to log into our UIP system. Jarret collaborated with the technical staff from the vendor and helped resolve the issue. This particular issue is just one of many that Jarret has helped us resolve during his tenure here. He is always creative and able to provide solutions to our problems as well as answers to our questions. Jarret is an asset to our team and we are proud to nominate him as a GEM!

GEM OF THE YEAR - January 2019

Robert Ritter

Robert Ritter
Comcast
Divisional Telecom Engineer

Robert Ritter
Rob continues to help drive key backend development opportunities and enhancements to all Aspect products. While Rob has knowledge ranging from employees to WFM management, his expertise in the Aspect Suite continues to provide excellent results.

December 2018

Amy Hall

Amy Hall
Blue Shield of California
WFM Specialist

Amy Hall
Amy has worked very closely with each of the lines of business she supports to deliver the best possible preference-based schedules possible to the customer service representatives she supports. This close collaboration with the supervisors and CSRs, along with her effective use of preference-based scheduling within the Aspect WFM system, has resulted in a high-level of satisfaction with schedules not previously experienced at Blue Shield of California. Amy's dedication to providing efficient and mutually beneficial schedules is very much appreciated within the company.

GEM OF THE YEAR - October 2018

Brian Azuogu

Brian Azuogu
Christus Health, TLRA
System Administrator

Brian Azuogu
Brian has been very instrumental leading operations with our interface of our existing Aspect solution and our new Aspect Quality Management integration. He has made significant strides to make certain that the platforms work efficiently together. 

We interfaced our Aspect dialer voice with Aspect Quality Management to electronically evaluate calls and to be able to see the various screen shots of the multiple applications the associates access to satisfy the call.

August 2018

Paula Diedrich

Paula Diedrich
Alta Resources
Workforce Management Analyst

Paula Diedrich
Paula is Alta Resources’ “go-to” person for all things Aspect. Not only does she have an incredible amount of knowledge and understanding regarding Aspect solutions, but she is always eager and willing to share that knowledge. She utilizes this knowledge to demonstrate Alta’s Guiding Principles of Results & Communication. 

Paula recently took the lead in bringing a new client team up to speed on how Aspect products work. Recognizing there was an information gap, Paula provided a walk-through of how the business is run from a WFM perspective, clearly describing how each of the Aspect tools we utilize provides valuable insights and helps ensure efficient call center operations. Her proactive efforts put the client at ease, and they now have a comprehensive understanding of how Aspect tools can be utilized to forecast, schedule and track operations. Paula’s Aspect expertise and abilities as an instructor helped us establish an even stronger partnership with a new and important client… proving she is truly a GEM of an Aspect liaison.

July 2018

Meredith Erickson

Meredith Erickson
Valley Medical
Technical Product Trainer Developer II

Meredith Erickson
Meredith is the Aspect trainer at Valley Medical Center. She is responsible for creating and delivering training material to all of our new and current Aspect users at the hospital. Meredith is a great advocate for our staff and our patients when we are working on new build or deploying changes. She is always willing to put time aside to meet with our users to help them learn something new or work on things they may be struggling with. Meredith is a vital member of our Aspect team and we would not be successful without her. Meredith is responsible for training agents and supervisors on UIP, UAD, AQM, RTR, and Patient Connect. All of these products are vital pieces of the puzzle to create the best experience possible for our patients. 

Meredith's humor and bubbly personality make coming into work not as bad as it could be. I am so grateful that she is a member of my team and that I get to work with her on the Aspect program. She absolutely deserves recognition for all of her hard work.

June 2018

De Wuan Roberson

De Wuan Roberson
Banner Health
Resource Optimization Center | Consumer Experience Center

De Wuan Roberson
De Wuan is always the first person to volunteer to take on any projects that involve the Aspect products. He creates an easy to follow process and procedures for the team to utilize. As our go-to person, with bounds of information on the Aspect WFM, whenever anyone needs help setting up, configuring or modifying anything within our WFM system it’s De Wuan! De Wuan should be a recognized as an Aspect GEM, for how well he represents the Aspect name & products! You couldn't get a better Ambassador for delivering and spreading the word of how well the Aspect products work and what a huge impact it has on a company’s call center. De Wuan is also a vital member of the configuration of the WFM Tool for our department; one of the most useful examples is how he sets up our Group Allowance piece within WFM. Setting this up combined with deploying the WFO program to our enterprise has been a way for our agents to plan their vacation time for the whole year! It’s made such a significant impact within our organization! I can apparently go on about what an outstanding job De Wuan does for us with everything Aspect!

GEM OF THE YEAR - May 2018

Richard Sandoval

Richard Sandoval
City of Mesa - Information Technology Department
Senior UC Engineer

Richard Sandoval
Richard is always thinking outside the box. He is outstanding at finding solutions for us when we need something new or modified. He is always willing to discuss options and provide solutions when we need them. He is always willing to assist my staff when something goes awry. When he comes across something that he believes will help us out or provide better customer service, he brings it to our attention. Richard contributes to the success of his organization by constantly searching for and identifying a different way of doing things. Just because something isn’t broken doesn’t mean it can’t be improved!

March 2018

Jim Wilson

Jim Wilson
Best Buy
Planner Sr, ECC Forecaster

Jim Wilson
Jim has been paramount in spreading his knowledge of everything Aspect. When he's not busy spreading his wealth of experience, he's continuously helping his peers true-up their forecasting. I wouldn't be the man and or forecaster that I am now, without the guidance from Jim. Jim identified a specific process that was a “time suck” and proactively provided a way to improve efficiency with automated reporting, allowing WFM users to utilize their time more effectively. 

Jim commented that the best part of his role besides all the great people that he gets to work with at Best Buy is the chance to learn and teach something new every day. He defines excellent customer service is all about understanding where the other person is coming from. Whenever I offer a solution, I always remind myself “that the other party may not have the same level of experience or understanding when it comes to the contact center management space as you do. Make sure you present solutions in a way that is relevant to them and that is straight forward and easy to understand.” My Dad always told me anyone can do the bare minimum, surprise your customer by giving them more than he or she asks from you.”

GEM OF THE YEAR - February 2018

Ross Cloud

Ross Cloud
Southwest Airlines
Systems Development Analyst

Ross Cloud
Ross is knowledgeable about all Aspect products and puts all his effort into finding the root cause of Southwest Airlines' Aspect-related issues. He has spent countless hours researching and learning how the products work at a “behind the scenes” level, learning the database structures, and the front-end uses for each product. Through our upgrade from 7.5 to 8.2 this month, Ross was able to closely work with the Aspect team to isolate and quickly troubleshoot problems during the cut over. He saved the teams countless hours of frustration and effort with his knowledge and expertise. 

Ross primarily works with WFM, APM, AQM, RTA, and Empower. Because of his knowledge and skills, we have been able to get more valuable information out of our Aspect products and know that those numbers are accurate. We have also been able to quickly resolve issues that our team leaders or agents are having with the products. He is always prepared and willing to assist coworkers and leadership with their Aspect-related questions and able to help them get a firmer grasp on the products and their “inner-workings”.

GEM OF THE YEAR - January 2018

Andy Johnston

Andy Johnston
Arvest Bank
Contact Systems Support Analyst

Andy Johnston
Andy is Arvest's main programmer to design the front end of contract centers. There was initially no front end, so routing calls to agents wasn’t there. We are now able to allow screen pops and agents see information about the customer, so can help the customer better. Andy helped to reduce the volume to the end user.